Service Desk Analyst

Service Desk Analyst

Education Requirements: Associate's Degree or higher preferred in Computer Science, Information Systems Management, Information Technology, Business, Health Information Management, or related health care field from an accredited college or university OR equivalent work experience.

Required Experience: Minimum 1–3 years of Service Desk, Technical or Help Desk experience required. Experience supporting healthcare applications, clinical systems, Microsoft 365, Active Directory, and endpoint management platforms preferred.

Certifications: CompTIA A+ Certification preferred. CompTIA Network+, Security+, HDI Support Center Analyst, or Microsoft certification preferred.

Responsibilities: Maintains and utilizes SD+ software for accurate incidents, requests, problems, and change tracking. Participates in major incident response activities and serves as a communication point between technical teams and end users during service interruptions. Support accounts management activities including password resets, access provisioning, identity verification, and compliance with organizational security policies. Assists with implementation and support of healthcare applications, clinical workflows, electronic health record (EHR) systems, and ancillary clinical technologies. Participates in after-hours, on-call, weekend, holiday, and emergency support rotations as required. Promotes exceptional customer service through professional communication, empathy, and effective issue resolution. Complete annual education core requirements.

Key Competencies: Advanced troubleshooting and analytical skills Customer service excellence Incident and problem management Service level management (SLA adherence) Technical documentation and knowledge management Healthcare technology support Cybersecurity awareness and compliance HIPAA compliance

Physical Demands: Work is largely sedentary, with occasional standing and walking. Reaches, handles, lifts, and carry heavy books, manuals, and computer hardware, which seldom exceed twenty-five pounds in weight. Works in a clean, well-lit, heated, and ventilated office environment. May be required to work prolonged or irregular hours and attend occasional meetings. Role is primarily conducted from an office setting (Typically 8 hours of sitting). Hours are generally 8:30 AM-5:00 PM for day shift. Evening shift is scheduled as 2PM-10PM on weekdays Monday through Friday, but may occasionally require additional hours or later shift times for projects or emergency events. This position is hybrid remote with alternating onsite days and remote from home.

Supervises: None Supervised By: IS Service Desk Manager, IS Director, or IS Vice President Performance Standards: Organization Wide Maintains a professional image. Makes a conscientious effort to help maintain a clean, safe and secure environment. Assumes responsibility for institutional requirements. Customer Service Interpersonal Skills Demonstrates pride in the organization. Strives to work well as a team member. Service Desk Analyst Technical: Is proficient in required skills for position. Information Services Core Demonstrates excellence in responsibility, dependability, and flexibility. Demonstrates excellent productivity. Demonstrates commitment to quality improvement.

Perks/Benefits: (for eligible employees): Have optimal opportunity for career growth within our growing organization Medical / Dental Retirement Plan PTO and paid life insurance

Location: Archbold Medical Center · IS CORPORATE SERVICES Schedule: Full Time, Evening Shift, 3:00pm-11:00pm